Senior Remote Veterinary Customer Engagement Specialist – Omnichannel Support & Relationship Management at brighthush

About brighthush

brighthush is a global leader in veterinary technology and animal health services, dedicated to empowering veterinary clinics and hospitals to deliver superior patient care while achieving sustainable financial performance. By integrating cutting‑edge products, innovative services, and advanced technology into a single, intuitive platform, brighthush equips veterinary professionals with the insights and tools they need to thrive in an ever‑evolving industry. Our mission is simple yet profound: to advance veterinary medicine and improve animal well‑being through collaboration, education, and relentless innovation.

Why Join brighthush?

When you become part of brighthush, you’re not just filling a role—you’re joining a movement that transforms the way veterinary care is delivered worldwide. We champion a culture of curiosity, agility, and customer‑centricity. Our remote‑first approach empowers you to work from anywhere while staying connected to a vibrant, cross‑functional team that values your voice and your growth.

Position Overview

We’re seeking a highly motivated, detail‑oriented Remote Veterinary Customer Engagement Specialist to deliver exceptional, omnichannel support to our veterinary clinic partners. In this role, you will partner closely with our Veterinarian Relationship Managers (VRMs) to ensure every customer interaction reflects brighthush’s commitment to quality, reliability, and proactive service. You will manage the full lifecycle of customer requests—from initial contact to resolution—while collaborating with Sales, Fulfillment, Pricing, Regulatory Affairs, and other internal stakeholders.

Key Responsibilities

• Order Management & Upselling: Process daily orders, identify upsell and cross‑sell opportunities, and ensure accurate order entry in our systems.
• Backorder Monitoring: Track backorders, communicate status updates, and coordinate with fulfillment to guarantee timely delivery.
• Proactive Customer Outreach: Initiate contact with customers regarding order processing, product updates, and solutions that enhance their practice.
• Relationship Building: Deliver fast, knowledgeable responses that foster trust, retention, and growth across our veterinary network.
• Issue Resolution: Resolve disputes and concerns by pursuing solutions aligned with established service level agreements (SLAs).
• Cross‑Functional Coordination: Serve as the communication bridge between customers and internal teams such as Sales, Service Operations, Pricing, Fulfillment, Regulatory Affairs, Legal, and Taxes.
• Process Improvement: Contribute to the standardization of policies and procedures, and propose enhancements that elevate the customer experience.
• Product Knowledge Development: Attend vendor training, internal webinars, and product workshops to deepen expertise and share insights with teammates.
• CRM & ERP Management: Update customer profiles and record interactions in Salesforce CRM and ERP, ensuring data integrity and compliance.
• Operational Excellence: Provide daily support that consistently exceeds customer expectations and drives operational efficiency.

Essential Qualifications

• High school diploma or equivalent; additional coursework or a degree in Marketing, Animal Science, Business Administration, or a related field is preferred.
• 1–2 years of customer service experience, preferably in a veterinary or healthcare setting.
• Strong commitment to delivering exceptional customer experiences.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Excellent written and verbal communication skills.
• Detail‑oriented with strong problem‑solving abilities.
• Self‑motivated, capable of leading new initiatives, and comfortable working independently.
• Ability to collaborate effectively in a fast‑paced, cross‑functional environment.

Preferred Qualifications

• Experience in a veterinary clinic or with veterinary professionals.
• Experience managing clinic operations or leading a team.
• AS/400 (iSeries) experience for order logging and maintenance.
• Salesforce CRM experience.
• Familiarity with the veterinary industry, including companion animal, equine, and large animal markets.

Skills & Competencies

• Customer‑centric mindset with a passion for continuous improvement.
• Strong interpersonal skills, building trust with customers and sales partners.
• Effective communication across departments to support customer relationships.
• Adaptability to changing priorities and the ability to thrive in a dynamic environment.
• Analytical thinking and data‑driven decision making.
• Time‑management skills to balance multiple concurrent tasks.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. We offer:

• Structured onboarding and continuous learning programs.
• Access to industry conferences, webinars, and certification courses.
• Mentorship from seasoned leaders in veterinary medicine and technology.
• Clear career pathways from Customer Engagement Specialist to Senior Specialist, Manager, and beyond.
• Cross‑functional projects that broaden your skill set and expose you to new areas of the business.

Work Environment & Culture

Our remote‑first culture means you can work from anywhere while staying connected to a collaborative, high‑energy team. We value:

• Flexibility: Work hours that align with Central or Mountain Time Zones (9:00 AM–6:00 PM or 8:00 AM–5:00 PM).
• Inclusivity: A workplace that celebrates diversity and fosters belonging.
• Innovation: A culture that encourages experimentation and embraces new ideas.
• Work‑Life Balance: Policies that support personal well‑being and professional growth.

Compensation & Benefits

Competitive base salary ranging from $50,000 to $120,000 per year, commensurate with experience and location. Sales‑related roles may qualify for variable incentives ranging from $24.54 to $40.88 per sale.

Benefits (subject to eligibility) include:

• 401(k) with company match
• Paid time off and paid holidays
• Maternity, parental, and military leave
• Medical, dental, and vision coverage
• Health Savings Account (HSA) and Flexible Spending Account (FSA)
• Life and disability insurance
• Identity theft protection
• Pet insurance
• Short‑term incentive plans for eligible roles

Physical Requirements & Work Setup

To excel in this role, you will need:

• A dedicated home office with reliable high‑speed internet.
• Availability for video calls and occasional travel (5–10%) for training, sales meetings, and team‑building events.
• Professional appearance in business casual attire for video interactions.

How to Apply

Ready to make a tangible impact on veterinary practices worldwide? Click the link below to submit your application and join the brighthush team.